About The Role At ThousandEyes, we spend every day working to help customers understand the gotchas of Internet-based service delivery. The Customer Engineering team is tasked with empowering our customers with ThousandEyes to ease their performance monitoring pains. The day may involve helping a customer identify network loss in an undersea cable, diagnosing the cause of a route leak, scripting monitoring, spinning up labs, reproducing strange behaviors, or helping someone understand how our applications work. Responsibilities Provide advanced technical expertise and leadership in solving complex, high‑impact customer issues. Lead the creation, refinement, and delivery of technical documentation, training materials, and knowledge content. Partner closely with Engineering and Product teams to address systemic product issues and influence roadmap decisions. Guide and mentor junior engineers, fostering technical growth and team development. Submit and manage effective escalations, coach others on engaging with Engineering and Product teams. Utilize advanced software skills to configure, troubleshoot, or automate ThousandEyes product workflow. Drive serviceability, usability, and product improvement efforts through customer feedback and technical insights. Represent the support function in cross‑functional meetings and customer engagements. Contribute proactively to digital transformation by creating scripts, automation tools, and reusable assets. Promote ThousandEyes' culture of collaboration, innovation, and technical excellence. Timely interaction with customers and internal teams requesting support via online‑chat, email and phone. Active participation in 24x7 support coverage model. Qualifications Outstanding “customer first” attitude. Bachelor’s degree in Computer Science or related field (or equivalent experience). 5–8+ years of experience in a technical support, engineering, or related customer‑facing role. Expert‑level certifications (e.g., CCIE) or equivalent advanced technical credentials preferred. Experience with Cloud/SaaS software products highly desirable. Familiarity with core networking principles – TCP/IP, DNS, web technologies, proxies, VoIP. Working knowledge of virtualization technology – containers, VirtualBox, VMware, HyperV, Xen. Working knowledge in security – authentication, permissions, SSO. Knowledge of one programming language (Java, Python, XML, REST API) and frameworks desirable. Experience with administration of Linux‑based operating systems a plus. Experience in technical writing a plus. Ability to prioritize and complete tasks in a timely fashion. Clear and concise communication to technical and non‑technical users. Proven troubleshooting and problem‑solving skills. Expert in one or more technical domains; broad knowledge across ThousandEyes and networking technologies. Proficient in automation, programmability, orchestration, virtualization, and/or security. Reads and applies industry standards, RFCs, and architectural documents. Mentors team members and drives team goals into actionable initiatives. Influences product development through trend analysis and cross‑functional collaboration. Regional or global impact; regularly interacts with customers, leadership, and product teams. Leads original and creative initiatives that are critical to organization success. #J-18808-Ljbffr